// CUSTOMER CARE

RETURNS, REFUNDS & DELIVERY

Most of our pieces are printed to order, just for you. That keeps our drops fresh and our quality high — and it also means a few rules differ from a typical store. Here’s exactly how it works.

The short version

  • Our items are made to order, so we can’t accept returns or refunds for sizing or change of mind — please check the size guide before ordering.
  • If your item is defective, misprinted, damaged, or incorrect, we’ll replace it or refund it — free.
  • Report any issue with a photo within 30 days of the ship date (US) or 60 days (international).
  • Items bought through a partner “Buy Now” link are handled by that retailer’s policy.

1. Sizing & change of mind

Because every item is printed individually when you order, we’re unable to offer returns, refunds, or exchanges for sizing issues or change of mind. We’re not able to restock or resell a custom piece, so we ask that you order carefully.

Please check the size chart on each product page before you buy. If you’re between sizes or unsure, email us at sales@apparel9.com before ordering and we’ll help you choose.

2. Defective, damaged, misprinted, or wrong items

This is where we’ve got you covered. If your order arrives with a manufacturing defect, a bad or incorrect print, damage, or the wrong item/size from what you ordered, we’ll make it right with a free replacement or a refund once the issue is confirmed.

Time limits: US customers have up to 30 days from the ship date; international customers have up to 60 days from the ship date.

To start a claim, email sales@apparel9.com with:

  1. The name and email on the order;
  2. Your order number;
  3. A clear photo of the item received; and
  4. What needs correcting (color, size, style, etc.).

Once we confirm the issue, we’ll print and ship your replacement right away — or issue your refund. You don’t need to ship the faulty item back unless we ask.

3. Delivery & tracking

Most orders ship via UPS Mail Innovations or UPS SurePost, with final delivery handled by your local USPS. You’ll receive tracking once your order ships.

If tracking shows “Delivered” but you don’t have it

First, soon after it’s marked delivered, please:

  • Check with everyone in your household — someone may have already brought it in;
  • Look around entryways, side doors, porches, and mailboxes;
  • Check with immediate neighbors, in case it was left next door by mistake;
  • Contact your local post office — they can often reach the carrier who made the delivery and confirm where it was left.

In our experience, the package is usually found. However, when tracking confirms an order was delivered, we’re unable to take responsibility or reship it free of charge. A replacement in that situation would be at your expense.

If tracking shows no movement / the package seems lost

If a package shows no tracking movement and has passed its expected delivery window, contact us and we’ll send a replacement at no cost to you. We may ask you to verify your shipping address or provide a corrected one so it arrives safely.

4. Items bought through partner “Buy Now” links

Some products in our catalog are sold and fulfilled by trusted partner brands. When you check out through a “Buy Now” button, your order and payment are handled by that retailer — not by Apparel9 — so their returns and refund policy applies, and any request must go directly to them using the confirmation they sent you. Not sure who fulfilled your order? Email us and we’ll point you the right way.

5. Refunds

Approved refunds (for defective, damaged, or incorrect items, or lost packages where applicable) are issued to your original payment method within [[5–10 business days]] of approval. Depending on your bank or card provider, it may take a few extra days to appear on your statement.

Questions?

We’re here to help — reach us at sales@apparel9.com with your order number and we’ll get back to you as soon as we can.

— The Apparel9 Team · Quality Clothing Ltd.